Share National - Service Design & Transformation 2021

Huw McKee, Head of Information Technology and Digital Transformation, Conwy County Borough Council

Huw will set us up for a morning thinking about our users and how we all experience public services. There’s not always a single way to complete a job, there’s no single way to support communities. Our needs range from simple to complex. Are we now in the best position to try to identify those needs more effectively than ever before? And then to support people in the easiest way we can?

Professor Donna Hall CBE, Chair of the New Local Government Network and Bolton NHS Foundation Trust 

Our keynote guest speaker is chair of the New Local Government Network, chair of the Bolton NHS Foundation Trust and a non-executive advisor to Birmingham City Council. Professor Hall is championing the move away from simplistic one-size-fits all public services. We’ve always had local solutions, but this past 18 plus months has shifted them into the spotlight and they’re not moving back.

Faith La Grange, Director, Local & Regional Government, Microsoft | Rhys Lovegrove, Head of Technology Strategy and Portfolio, Essex County Council | Kurt Frary, Deputy Director of IMT, CTO, Norfolk County Council and Socitm Chair (East)

Join Microsoft as they share their thoughts and experience on focussing on the end user, when it comes to service design. Too often the technical solution and resulting process suits the organisation but leads to a poor experience for the person on the end of it. Find out how Microsoft challenge this to ensure a people first perspective.

Stephen Donajgrodzki, Director Behavioral Science, Kellogg Company | Alison Wilde, Co-Founder, Birdsoup

Behaviour Change is at the heart of all digital transformation – citizens, customers, staff, partners and stakeholders almost always have to change their behaviour and many do not enjoy the experience. We discuss how using behavioural science to not just understand the end user, but your staff and stakeholders, provides better outcomes for all.

Nick Caley, Vice President – United Kingdom, Eire, Middle East & Africa, ForgeRock

In the post-pandemic reality, Councils are coming under increasing pressure to meet changing Citizen expectations. Digital services are fast becoming the primary channel of engagement, creating multiple accounts, platforms, and access journeys. The desire for seamless, personalised, and secure Citizen experiences is no longer the preserve of the private sector. Meanwhile, the risks of fraud and cybersecurity attack expose Councils to long-term reputational damage.

Learn how modernising Citizen Identity and Access Management capabilities can help Councils:
• Improve Citizen experiences to streamline, personalise, simplify access across a myriad of local services
• Reduce implementation costs to unify digital identity across multiple identity stores at pace
• Mitigate fraud and cybersecurity risks while ensuring Citizen data and privacy is protected from emerging threats

Grab a tea or coffee, take a breather and the opportunity to virtually mingle and network.

Canon & Top Talent Manchester 2021 Cohort

A key element of the Top Talent programme is project work – applying what’s being learnt straightaway. They split into small groups and independently they create a project proposal and plan that could be implemented in any of their organisations. The Manchester cohort received a brief, from Canon’s David Crichton, centred around digital transformation.

Find out how the three groups approached and answered the challenge:

• Why and how are you changing your print services and document management?
• Do you target all business processes or one in particular?
• How will you know it’s worked and how will you prepare people for the change?

David Crichton, Sector Director, Canon | Gerry Baker, Digital Projects Manager, Norfolk County Council | Neil Jones, Programme Manager, Canon

Canon’s Digital Transformation Services is a comprehensive range of print and information management services delivering an ecosystem of technology that supports the entire document lifecycle and digital transformation journey.
Our hardware, software and services improve paper and digital integration supporting customers to meet their business goals, from boosting productivity, enhancing mobility & collaboration, to improving customer experience and security.

Social Value is very important to Canon and is embedded in our Corporate Philosophy of Kyosei which
means “living and working for the common good”.

Duncan Ross, Network and Security Engineer, IP Performance | Ant Robinson, Sales Engineering & Implementations Lead, EMEIA, iboss

Protective DNS (PDNS) & Cloud Security
What is PDNS, and how does it benefit the UK public sector?

Containerised Architectures vs the rest
Why are containerised architectures different, and what benefits do they bring to compliance, Zero Trust Network Access (ZTNA) and Secure Access Service Edge (SASE)?

Working with Microsoft
The iboss cloud platform gets users to get to the Microsoft front door faster, whilst enforcing security and compliance. Users can connect to Microsoft directly, without backhauling network data through unnecessary hops, such as a VPN.

Nadira Hussain, Director of Leadership, Development and Research, Socitm (Chair) | Professor Donna Hall CBE, Chair of the New Local Government Network and Bolton NHS Foundation Trust | Stephen Donajgrodzki, Director Behavioural Science, Kellogg Company | Alison Wilde, Co-Founder, Birdsoup | Faith La Grange, Director, Local & Regional Government, Microsoft

Hear from the panel who will discuss how the answers to Covid recovery are found with and within the community. A place based approach to problem solving will ensure people are brought into the decision making process. Does this increase citizen engagement and ownership of intended outcomes?

Huw McKee, Head of Information Technology and Digital Transformation, Conwy County Borough Council

Huw McKee, Head of Information Technology and Digital Transformation, Conwy County Borough Council

For our second and final morning session, Huw will kick off our presentations and conversations around technology. As with yesterday, is there always a single solution? And again our own experiences of learning about and keeping up with technology can mirror that of our communities. Do people and empathy need to play a bigger role in our choices and application of technology?

Nicola Harvey, Chief Officer – Director Customer & Digital Services at The City of Edinburgh Council

Transformation is a term we’re all used to, it could even be classed as ‘business as usual’. But when it’s prioritised and delivered at pace, what journey does the authority and its people go through? The City of Edinburgh Council will answer this and more, when they take us through their service redesign journey, during what promises to be a fascinating keynote speach.

Chris Oldham, Director – Government & Education, Citrix | Gerard Lavin, EMEA Field CTO, Citrix

Many public sector organisations are trail blazers when it comes to Digital Transformation. Hear how technology is facilitating innovation such as changes in work styles and new methods of delivering services to citizens. Hear how it has helped local councils to:

• Support the recently declared climate emergency
• Leverage technology to immediately achieve sustainable outcomes
• Implement a work anywhere culture to increase talent acquisition and allow them to recruit from a wider geographic pool
• Provide secure remote working that enables them to react immediately to unforeseen circumstances
• Improve visibility for regulatory reporting on corporate and social responsibility policies

We will bring this discussion to life with a case study from Kingston and Sutton Councils. By embracing new technology, not only were they able to respond immediately during the pandemic, they have seen significant costs savings, an increase in productivity and they have reduced their carbon footprint by the equivalent of 3,700 acres of mature forest!

Kate Lindley, Client Services Director, Socitm Advisory | Carol Williams, Director of Transformation & Digital (SIRO), Walsall Council

Delivering true user-led design in an environment with significant legacy system constraints is sometimes a tough ask – you can either design ‘pink unicorns’ that will eventually be solutionised to look more like horses, you can reimagine services and architecture at scale to invest in and leverage common components, or you can work with what you’ve got. Every council is in a different place and has a different starting point and constraints. So what pragmatic considerations should you take to put users front and centre while avoiding adding ‘more plumbing’ and technical debt as you go?

Hear from Socitm’s Service Lead for Digital and Data about what works (and what doesn’t!) and first hand from Walsall’s Director of Transformation, Carol Williams about her recent experience of radical process re-design.

Grab a tea or coffee, take a breather and the opportunity to virtually mingle and network.

Kate Lindley, Client Services Director, Socitm Advisory | Nicole Miners, Local Government Services Specialist, Microsoft Consulting Services

Hosted by Microsoft, this session looks at key themes and areas of focus across the public sector and how organisations are approaching joined up, user centric change in a digital world.  Socitm’s Digital and Data Lead will be joined by specialists from Microsoft to share what they are seeing sector wide, the challenges councils face and how these can be overcome by taking customer focused approaches to digital delivery.  Participants will have the opportunity to interact with the panel, obtaining hints and tips on how to get started and what to think about – and how to accelerate delivery.

Lawrence Stephenson, Public Sector Industry Director, Salesforce | Abbas Mir, Strategic Project Manager, Guildford Borough Council

Come and hear how Guildford Borough Council with the help of Salesforce, executed their “Future Guildford” digital transformation programme.

Guildford like most councils is increasingly being asked to demonstrate cost savings, while at the same time modernising and elevating the digital service they provide to their citizens, businesses and council staff. Through this programme, a brand new operating model was created to incorporate self service, channel shift and field service operations, with astonishing results!

Austin Tanney, Head of Digital and Data Strategy, SIB

Nadira Hussain, Director of Leadership, Development and Research, Socitm